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3.8 1402 Reviews

Etihad Airways Complaints Summary

973 Resolved
429 Unresolved
Our verdict: With a good resolution rate, Etihad Airways generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Etihad Airways reviews & complaints 1402

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3:42 pm EST

Etihad Airways Approved flight refund from etihad airways

I have been waiting Since November 23, 2022 for a refund we we're told would take 10-15 days back on December 20th to complete.
Here is the refund confirmation from the support person at Etihad Airways who provided a confirmation for my refund request...

---------------------------------------------------------------

On Wed, Nov 23, 2022 at 12:45 AM Aisha Morilla Astejada wrote:
Dear All,
Guest has been charged for PCC Override because of the CCNV edit and was unable to present the original or copy of the CC used purchasing the ticket. Kindly do the necessary to refund the amount charged from guest CC account.
Regards,
Aisha Morilla Astejada
Reservation and Ticketing Agent, Hub and Midfield Operations
Etihad Airport Services – (Ground)
PO Box 35566, Abu Dhabi
United Arab Emirates
M: +[protected]
E: [protected]@etihad.ae
etihad.com
kindly note the refund will take 10-15 working days , please request the customer to follow up with the bank . in case the bank can't find the transaction please request the customer to dispute with their bank .

-----------------------------------------------------------
Tomorrow will be 11 weeks and counting since the refund request was submitted and approved by the staff at Etihad Airways customer service counter in Abu Dhabi.
All I have received for my follow-up requests has been an automated response that the issue has been resolved but to date no refund has been provided to my AMEX credit card that was used for the original transaction back on July10.2022.
In addition, we had to pay to repurchase the same tickets back on November 23rd and promised that the refund would follow 4-6 weeks later.
We have been extremely patient but the lack of professional and unethical behavior of a supposed global company has been disappointing to say the least.

Desired outcome: All I want is my refund that I am owed and was told both verbally and in writing am entitled to!!!

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1:12 pm EST
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Etihad Airways Flight

This is Sunday the 5th February 2023, I returned to Bordeaux France after Travelling to Hyderabad India, between the 27th January 2023. Trying to be kind it was horrendous. I would have preferred to travel by Ryanair or EasyJet because whilst it may be basic you do arrive with your luggage.

My luggage was lost 3 times over 6 flight Bordeaux to Paris (CDG), CDG to Abu Dhabi and Abu Dhabi to Hyderabad.

First loss was my checked in luggage, it did no make the connection at CDG, it was eventually located on the day I departed Hyderabad. I followed all the process at the airport in Hyderabad, this was a nightmare and took nearly 2 hours, 2 hours of sleep in required. If I hadn't been quite assertive it would have not happened.

First thing to do in Hyderabad was t delay my meeting whilst I bout essentials.

On my return no Wi-Fi at Hyderabad, well is but you have to enter your country number followed by your number then an SMS is sent and your on. Nup it doesn't work, I tried 18 times. Contacted a Etihad employee, who could care less and they said it doesn't work and directed me to go right and find the helpdesk. this is a desk with a lady slumped in a chair under an umbrella. She explained that it doesn't work but with a code she put in it worked. Motie t get refreshments. On flight and landed Abu Dhabi. hand baggage taken, immigration a joke. so called Police drinking coffee, official in chaos, insufficient staff and too many travellers all protocols broken. baggage scanned no need for belts or laptops just shove it through, trouble is baggage through but customers in que, so watches, wallets going through and it was lost stolen and it was chaos. My bag didn't make it. Advise Police/Officials but to bust doing nothing and couldn't care less and very reluctant to help. When I became a bit assertive told to calm down we need to finish our coffee and its your fault. Spent two hours trying to get help. I was exhausted. Eventually went to Etihad business lounge two senior people were really helpful. but they too struggled, no wonder we do as travellers. Its on the plane, go here went there, its not on the plane. Just no help stopped by the coffee drinking police at every move. My belt came off and on more times than I can remember and I must have walked 6 miles. I'm lucky to be alive

Desired outcome: Full refund of flight, my costs, less the orange Juice and meal.

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1:44 am EST
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Etihad Airways Ticket change

Dear Etihad

I had booked a round trip from JFK to AMD with a layover in AUH each way. On my way to AMD, I had a connecting flight from AUH to AMD operated by Air Arabia. However, due to some technical issue on your end, my status for that trip was not set to ok, causing me to wait for around 2 hours at the AUH airport, and over 10 hours over 2 days on phone calls with your customer service representatives just to change the status of that trip.

It is unacceptable to expect me to spend 12 hours of my time to do what the airlines are supposed to seamlessly do. Since I cannot risk similar errors from airlines jeopardizing my trip again, I asked Etihad to provide me an alternative trip back to JFK without Air Arabia operated flight, as that is the basic level of service I expect when I register the trip directly through Etihad website. However, I was told by the call center that I will have to pay $200 fee right now and register a complain to ask for a refund.

I think the bare minimum you can do to make things right is not charge me a cancellation fee for an airline change (of less than 24 hours) I made solely as a result of your mistake in the first place

Desired outcome: $200 refund of the cancellation charged

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2:24 am EST

Etihad Airways Etihad airways

Hi,

During long conversation about my travel bank issue, they officially send mail with travel Bank ac and validity 25/01/2023 10:13AM.

In that mail its clearly mention that the validity was 365day from issue date.

Few days later, while try to new booking, they told me your travel bank ac was zero.

I send mail to travel bank department, they reply the validity was end in next day with one account transaction history.

Again, I send mail with their official mail copy to show what informed me before (issue date and validity), their reply was

[we appreciate your comments about travel bank validity. There have been no changes on the policy with regard to extending validity and credit nonrefundable]

My point was they inform me officially like one year validity and very next without inform me the validity was ended.

It’s a clear case of cheating, and i need to raise a case against them.

Thanks

Kelvin Joy

[protected] (whataapp also)

Desired outcome: Need to get validity about travel bank

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6:01 pm EST
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Etihad Airways Delayed luggage but not delivering to my city

Hi, I booked a ticket from Delhi to Paris with Etihad airline via Abu Dhabi. My booking reference is EUDSCM. Due to technical reasons the flight was delayed for more than 3 hours. I missed my connection to Paris, with etihad again, and also from Paris to Sevilla (Spain) with Vueling. At Abu Dhabi they provided me alternate connections to Paris and also talked to Vueling to give me alternate connection. They told me that I will get my luggage in Sevilla and my luggage is checked through. I suffered 6 hours in the airport. I reached to Paris then I checked my luggage at the belt to confirm whether it is checked through or not. But I could not find it and now I was sure that it will be given in Sevilla, Spain. To my surprise I did not get it in Sevilla. I tried to lodge PIR with Vueling and they denied it as my Boarding pass not having any tag of Vueling airline. They also said that they do not operate with Etihad. I complained Etihad. After 2-3 days of complained, I was told that my luggage is in Abu Dhabi and I need to come to Abu Dhabi to take it back. I told them my luggage was checked through even upto Paris but you did not send it to Paris. They are asking me to contact Vueling and lodge PIR. Vueling is not entertaining me at all as they did not receive the luggage at Paris. why they will take my PIR. Etihad asking me to come to Abu Dhabi to take the luggage. They are not listening anything else.

Desired outcome: I want them to send my luggage to Paris Vueling office. Vueling will send it to me.

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Update by Amir Chishti
Feb 12, 2023 7:17 am EST

Social media channels? I wrote a complaint on Etihad's feedback/complaint forms for giving me a new trolley but after 10 days I did not hear anything. Etihad contacted me and asked for compensation receipts and the trolley purchase. I purchased the trolley offline and did not have the receipt for that. Who keeps the receipts at the home of every item purchased? I am simply asking to buy me a new trolley of the same size and same brand. I do not need anything extra and of course, I don't want depreciation to be applied. For me, it was a trolley without much usage and for buying the same I don't want to add my money because of your mistakes. Please ask the department to respond on the status. You can close the case. I am tired of this writing and complaining and staying in the queue with the chat agents. Your baggage department held my baggage for 20 days and when it was about to be declared lost (one day before) then they immediately sent it.

Update by Amir Chishti
Feb 01, 2023 3:42 pm EST

Yesterday (31/01/2023), I got my baggage. I have got my trolley broken badly beyond repair. I want a new trolley because it was a recent purchase. Please see the attached images.

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Update by Amir Chishti
Jan 29, 2023 3:02 am EST

Please see the response of your agents on social media. This response was given to me by atleast 5 agents. Anyways, after a long time yesterday, I got an email saying that I would receive my baggage today.

Update by Amir Chishti
Jan 29, 2023 3:01 am EST

I have tried all the means. On social media, your agents confirmed that I have to come to Abu Dhabi to take the luggage (screenshot attached). Anyways, yesterday I received an email from baggage department of Etihad and they gave me the flight number by which my luggage would reach me today.

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9:10 am EST
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Etihad Airways Complaint regarding not being allowed to fly

I checked in at the airport on 23/01/2023 at 05:00hrs to fly to Japan on flight number IUWPDO as I am going travelling around the world, only to be told that the PCR test I had completed was not the correct one to enter Japan. I have had 2 COVID jabs and I paid to get a Rapid Antigen Test at a Randox Centre in order to be covered.

I was told I couldn't fly to Japan as they would send me back home. I asked if I could get on the flight to go to Abu Dhabi where I was stopping off and was told no. I don't understand why I was not allowed to fly there where I could have at got an internal flight to another country from there which would have been cheaper.

I have now had to pay out another £600 in order to start my travels. As you can understand this is really frustrating as its not a good start to what I feel is going to the best experience of my life.

Desired outcome: I would like the flight money refunding as I have a negative PCR test and there are no restrictions in Abu Dhabi so I should have been able to use my flight to fly there.

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Update by Joseph98
Feb 06, 2023 4:27 am EST

No this has not been resolved. It has obviously not been read properly. Absolute joke.

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11:52 am EST
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Etihad Airways Seats cancelled

Salam o Alaekum
REF:
Reservation Code JMMDTV
Airline Reservation Cdoe QOMNFV (EY)

On Dec 3 We were told that we missed our flight from AUH to LHE, even though we were at Etihad counter at 1250 for a 1405 departure. First of all Etihad should have let us Board the Flight and send in the luggage on next flight, as there was enough time to do that.

It seemed like there is a Profit Motive that drove the decision not to let us not Board as we found out when the Etihad customer service personnel told us that Change of Flight for 5 of us will cost us $7000 unless we go through our agent which may be cheaper. Our agent tried booking us on next flights but none could take all five of us until Dec 8 or so. This with penalty and Change fees of approximately $3000.
There were seats available on Gulf on Dec 4th-AUH to Bahrain to LHE. for approximately same amount, so we took that to LHE.

Next day, Etihad told us that our Return Seats on Dec 29 were Cancelled. This is what was Totally Wrong. We did not cancel our returned seats. Etihad Had NO Right to Cancel Our Return Seats. On top of that, Charged us Additional Change fees. Etihad Sold our Confirmed Seats for December 29, 2022 because no seats were available for us to fly back on that day. So we had to cut our vacation short as we could only find retun seats on Dec 24, 2022.

I tried to forget about it but I can not as it was completely wrong of Eithad to cancel our Retrun seats. It completely ruined last part of our vaccation as we spent hours and hours to discuss our situation with Etihad and the Agent via email and over the phone.

Desired outcome: We need: A Refund of $2250 and reasonable compensation for 5 wasted vacation days, a change in Etihad policy to make a reasonable effort to Board passengers who are running late

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11:38 pm EST
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Etihad Airways URGENT-Travel on January 19th but I just tested positive for Covid

I am supposed to travel on January 19th from IAD to Delhi on Business class. I just tested positive for Covid and PCR report has been sent to the airlines.

But the airlines refuse to reimburse my ticket or even allow date change without a penalty. This basically means they are saying it's ok for you to board the flight even if you are Covid positive. What if other passengers fall sick?

How will they react if they know they have to sit in a long 15 hour flight with a Covid positive passenger because the airline did not allow waiver for changing ticket. This is highly irresponsible for Etihad to not help customers and I am their business class customer. I will never fly Etihad again.

Desired outcome: Please reimburse my ticket. I cannot fly and I am afraid as Covid is spreading again. I have less than 48 hours to fly so I hope you will respond immediately.

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11:30 am EST
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Etihad Airways Disrespecting contracted upgrade vouchers

Etihad credit cards from local banks offer upgrade vouchers, which are supposed to provide a class upgrade on any flight and any booking.
Depending on the bank, either one route upgrade is guaranteed after spending AED 128.000 (USD 35.000) or a return at an expenditure of AED 200.000 (USD 55.000). Although these are contracted features with the Etihad Guest credit card at the banks, Etihad simply ignores this and puts numerous artificial restrictions that the vouchers are barely bookable, especially for the return route. Additionally, these vouchers expire in a relatively short timeframe.

As a high-value expenditure with significant associated costs is involved, this business behaviour is unacceptable from Etihad and the associated banks.
Avoid Etihad credit cards, and go for rather cash back cards. From the cash back at this expenditure level you can surely purchase any business class return flight to any destination, without facing any limitations.

Desired outcome: Respect the contracted features and do not pose artificial restrictions on the applicability of high-value upgrade vouchers!

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10:04 am EST
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Etihad Airways Voiding of travel bank account

I originally booked 2 flights to Tokyo via Abu Dhabi with Etihad just before Covid hit. I was offered a refund to the travel bank, which I took.

The following year I rebooked the same trip for June 2022. Unfortunately Japan´s borders were still closed for general tourism, so I contacted Etihad through Messenger chat. I was once again offered a refund to my travel bank which I once again accepted. I also received several emails acknowledging the refund and stating I had 365 days to use the credit.

In December 2022 I went to book the same trip for the Summer of 2023 and found that there was a balance of zero in the travel bank. On contacting the travel bank team they sent me a statement of account and had refunded the flights to the bank and then either voided them immediately or after 2 weeks due to credit expiration based on when the flights were originally purchased at the start of Covid.

At no point was I informed this would happen, in fact they told me I would have 365 days to use the credit from June 2022!

I have lodged a complaint, but so far no department seems willing to help me.

I don´t even want the money back, I just want to use the flights I originally purchased but could not use due to Covid.

I am bitterly disappointed in the help and attitude I am getting from both their travel bank staff and contact center.

Desired outcome: Refund to the travel bank so that I can rebook flights with Etihad for Summer 2023

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Etihad Airways Etihad visa on arrival

I have applied for visa on 11th for journey date 19th January 2023. I got my visa on 13th but visa is having wrong name, date of birth and place of birth.

I am able to see correct details when I click on application, but visa is aging incorrect information. I have been trying to reach Etihad through call and email, but nobody is answering call and emails.

I am really helpless as I can’t cancel my visa and reapply.

Any help?

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10:06 am EST

Etihad Airways TravelBank refund.

Etihad has been engaged for a refund of flights from a deceased friend.

The service team has requested death certificates and marriage certificates in order to issue the refund to the widow. These actions were taken before expiry of the travel credit (18-Nov-22). Etihad has shared internal communication by accident between the Travel Bank and the customer service team requesting confirmation on the amount to be refunded, however since then there has been no response to any inquiries, no refund has been received either.

This issue has been rather taxing on the widow, thus acting on her behalf.

The now deceased passenger had informed Etihad that he was terminally ill, upon which Etihad's suggestion was to just book flights for someone else.

Furthermore, internal Etihad snippets were disclosed with the statement that the deceased had booked flights with the amount on 18-Nov (he passed away 3 weeks earlier)...

Shameful handling with no finese or due dilligence

Desired outcome: Full refund

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4:36 am EST

Etihad Airways Damaged bag — case reference: [protected] crm:[protected]

Please resolve this urgently — I am losing my patience — my bag that was damaged by Etihad cannot be used again. I am a business class passenger and do not expect you to be so callous and indifferent — case number fyi is:
Case reference: [protected] crm:[protected]
And my emails exchanged with Etihad are below — absolutely unacceptable, hence would like you to resolve and close this immediately. Montreal's convention also expects that passengers be compensated immediately.

Sanjjeev D
Dec 28, 2022, 8:56 pm
To baggage
I am awaiting a payment for my damaged bag that was rendered unusable due to the negligence of Etihad Airways.
Please expedite, lest I have to invoke Montréal convention principles.
This is ridiculous — bag is not usable any longer.
Please escalate it to your senior management and get the payment through for a new bag — and also revise the policies re damaged bags accordingly.
I look forward to receiving the payment urgently. — best wishes
Sanjeev
Looking forward to early closure.
Thanks

This is not a dent... The suitcase doesn't move.
I need to replace the suitcase.
And I don't have any personal insurance policy to claim.
Also when the airline has damaged the bag, why would you expect any customer to claim insurance on their own... International protocols do place an obligation on the airlines to settle the claims of damages immediately.
This is a business class customer, and I would think you will surely treat fairly and make arrangements for the payment urgently.
I am traveling tomorrow, 17th Sept. Again, so request you to approve and pay immediately.
Thanks
Sanjeev

Thank you for taking the time to write to us with regard to your latest flight to New York. We are sorry to hear your bag was damaged.
Having reviewed the provided pictures, we can see that the damage is limited to a dent in the suitcase. In line with our damaged baggage policy, we are unable to accept liability for minor damages, such as dents.

Considering the situation, we recommend you get in contact with your travel insurance provider, as they may be able to assist you further and offer you reimbursement of the repair cost of the bag. We will be happy to provide you with official documentation to support your claim.
Thank you for giving me the opportunity to review your case. We look forward to welcoming you back on board soon.

Desired outcome: PAYMENT FOR HE DAMAGED BAG SO THAT I CAN BUY A NEW BAG AS THE BAG I HAD WAS UNUSABLE AFTER BEING DAMAGED BY ETIHAD AIRWAYS.

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2:00 am EST

Etihad Airways Refund of ticket

Dear [Etihad],

I am writing to file a complaint regarding the refund of my ticket, which I purchased in June 2021. As you may recall, my flight was cancelled due to COVID-19 and I was told that the ticket would remain open until September 2022. However, when I contacted Etihad in July 2022, I was informed that I had lost the ticket and would not be eligible for a refund.

I was very disappointed and frustrated to receive this news, especially since I had previously contacted Etihad to inquire about the status of my ticket. To make matters worse, I am a cancer patient in stage 4 and was hospitalized at the time, which made it difficult for me to follow up on my complaint.

I strongly believe that I am entitled to a full refund for my ticket, given the circumstances of the flight cancellation. I request that you investigate this matter further and provide a prompt resolution. My ticket reference number is HMIUGJ, and the other tickets that were cancelled have the reference number EKGRYG.

I appreciate your attention to this matter and look forward to a positive resolution.

Yours Sincerely

I Ali

Desired outcome: Refund for both tickets

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3:35 pm EST
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Etihad Airways Travel Bank

Travel Bank from ETIHAD is such an inhuman crap, the worst thing I did ever was that booked one ticket from ETIHAD, they cancelled flight, proposed Travel Bank without other option, ended up with nothing can do with this travel Bank, a completely fraud!

I would suggest people to stay away from this airways company, they are thieves! their customer service was like doing nothing but "sorry I can't help",nothing at all, and it was really hard to reach them, the whole thing was just in chaos! a lot of frustration, a lot of disappointment! I would never ever try them again, not just me, whoever around me, my friends, my familly, whoever wants to try this crap I would save them.

If you're planning to travel, if you suppose to use this airways, I hope you will think it twice more, there are many other airways which has much better service, if you do have other choices, do avoid this one, otherwise it would be the beginnig of a nightmare !

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6:11 am EST

Etihad Airways Cancellation of flight no refund to the customer

Cancellation of flight. No refund to customer. But was paid to travel agency One Stop Travel Tours. which should be paid to me. I being sending emails to Ethihad airlines no response or reply. I call customer [protected]. Their refer to to send an email still no response from them. Please escalate. I require my refund.
Passengers. Mrs Ragini Sewsunker, Miss Shweetha Dhanputh, and Suveer Sewsunker. Flight was to departure on 7 October 2022. From O R Tambo airport to to Dehli returning on 16 October 2022.

Ticket reference number or airline reference number WXOPAJ
Ticket number [protected] and [protected] and [protected]
Require investigate and I dispute this wrongful business practices.
Kind
Mrs Ragini Sewsunker
[protected]

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1:08 am EST
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Etihad Airways Refund for a flight that I paid for but was never ticketed

So this saga began on the 15th of November 2021 at that point in time I booked a ticket for three members of my family to fly from Melbourne to Dublin return flying out on the 7th January 2022. The ticket cost $8,829.30. As I went through the booking process it asked me to record a payment and the payment options were to use a credit card or to do a bank transfer. I tried to use the credit card option but wasn't able to transfer that amount of money using the credit card so then I was limited to the bank transfer option. I made the bank transfer followed all of the directions and the bank transfer apparent appeared to successfully go through. I did not at this point get a booking reference confirmation via email and I assumed that this would come through at some point. I actually didn't check that the ticket had been successfully ticketed as I assumed that it would have been. As I came closer to the fly date I started looking around for the ticket and I could not find any evidence of this ticket. I proceded to then contact Etihad customer service to try and understand what had gone on. They had no acknowledgement of this ticket and given I had limited time before flying I had to book another ticket for my son to fly with me. The other members of my family who I had originally thought I was buying a ticket for decided not to fly. Etihad Customer service advised me to book this new ticket and said that I should then chase down a refund once I had returned from my trip.

We flew in January 7th 2022 to Ireland. Once I retuned form Ireland I started the process expecting that it would quickly be resolved. First issue is that Etihad no ticket or record of the conversation that I already had as it appears that tickets for CS need a booking reference. Initially I tried on numerous occasions to get Etihad to investigate the refund and essentially got nothing. Each time I had to explain the whole situation as there was no record of the case, this was very annoying.

At one point I was told that it was probably a Bank issue on my side and that I needed to chase down my bank on this. I did this eventually getting the evidence that the payment had been made to BV Collect agency (Your agency btw) on the 15th of November.

At this point haven proven that you agency had the money you would expect that the process would run pretty quickly from here, you had my money and you had not issued a ticket for this money so should you not have processes for returning this money to your customer. No appears not again I am the only person chasing this down.

Evidence of payment provided to CCdocs email on the 24th of June 2021.

I have spoken to numerous reps in your callcentre since the I've called at least 5 times and spoken to your customer support. I've been assured on numerous occasions that the payment was being escalated to your payments department and prioritised and that it would be made soon.

Every time I call you I still have to explain this whole process every time from the beginning.

I'm extremely frustrated at this point in time you've had my money for nearly twelve months, Your customer Service processes are clearly not up to scratch, your payment collection process is clearly broken this money has been with your payments collection entity BV collect for more than 11 months and nobody is questioning why. Your escalation of tickets is broken as I have called 15 times and this is not received the appropriate escalation despite the fact that your reps agree with me that this is unacceptable but there's no way for them to get this resolved.

They have promised to call me to keep me updated but again this has not materialised and I have heard nothing.

They have suggest registering a complaint and this is the second time that I have done this the first one does not seem to have registered as I have hear nothing.

The fundamental issue for me is to get my money back and can you please address this as soon as possible.

I would also expect that given that this has been 14 months that I am a frequent customer with Etihad having flown with you for over 15 years that you would make some sort of compensation on the basis that this is completely unacceptable behaviour.

I look forward to you resolving this as soon as possible.

Desired outcome: refund + compensation

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4:26 pm EST
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Etihad Airways No internet service provided for a paid 24 hrs package

CUS NO. [protected], Book Ref: QRJLZP

On Wednesday 21/12/22 I checked in Flight number EY451 aircraft 77W ETIHAH AIRWAY. used my phone 61+ [protected] to purchase a 24 hours internet package while on board.

Wi-Fi ID #WISP4QP1X8E5Y4DGNLVS

Flight EY451 21-Dec-2022 SYD-AUH, Wi-Fi plan purchased-Plan 24 hours

Stay connected for 24 hours with 350MB of data - perfect for long-haul or connecting flights.

24 hours USD 29.99, 21-Dec-2022 13:12:23 UTC

The internet worked for 3 hours then shut me out completely

Desired outcome: credit of $45.26 to be refunded or a package of 24 hrs will be given on my flight with ETIHAH on Jan 9th to Abudabi. Flight EY32, Paris (CDG) - Abu Dhabi (AUH), Dep: 9 Jan 2023 - 09:30

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2:21 am EST
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Etihad Airways Missing luggage

We had booked our ticket from Edinburgh to Dhaka on 12th December, 2022. Since Etihad does not have any operation in Edinburgh, we flew from Edinburgh to Amsterdam as a transit flight operated by KLM. We had three check in luggage.

We did another check in from Etihad desk in the Schiphol airport and it was ensured from the check in counter that our luggage would be transferred properly. Our second transit fight was from Amsterdam to AbuDhabi on 13th December, 2022. We took our last flight on the same day from AbuDhabi to Dhaka operated by Air Arabia since Etihad also does not have operations in Dhaka.

Upon arrival to Dhaka on 13th December, we received two of our luggage but one luggage is missing. It has been 15 days now we have not received our luggage back. We filed a compliant in the lost and found section in Dhaka office. We have been informed through them that the luggage is stuck in Amsterdam in the custody of Etihad and even the scanned copy of the item details have also been shared with us and we confirmed that it is our luggage. The reference number for the luggage is AHL DACG918871 OHD AMSKL43093. However, even after 15 days, we have not received out luggage yet. The Dhaka office is saying that they have tried several times to reach the Amsterdam office, but the office is not taking the matter seriously and handling it too casually.

We are highly concerned about our luggage. It has now almost the time to get back to Edinburg and our luggage has not handed in, All our necessary items are in that luggage and we are in great difficulty.

We draw the attention of the authority of Etihad to help us by brining our luggage back with immediate action. We are very disappointed with the customer service.

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Etihad Airways Poor customer service / poor response

I booked my air tickets in early June to Zurich (Booking No. EKMSJN) and called up the customer service hotline to amend the booking details but the customer service told us that they are unable to amend the booking details and advise us to cancel the booking so we can do a re-book so we cancel. The customer service ASSURE us that the refund will take 7 to 45 working days (Which is the standard refund policy timeline) BUT yet we waited for more than 6 months but there's no refund given at all. We called several times to the customer service and always the same replies:

1. We have already send an urgent reminder to the refund team, we assure that the refund will be return to you.

2. We are investigating on this, you may need to wait 4 to 6 days.

3. Please call back to us again as our refund team is not available.

4. The refund has been done, please wait for 7 to 14 days.

(Excuses non-stop)

AND guess what nothing came back? Etihads even choose to ignore my messages from Social Media because they couldn't resolve this issue at all.

Such simple booking amendments Etihads can't do and cannot even refund as the money back on time.

My flight was on 19th Nov. New booking no BWWGOX and I'm already back from my holidays. I still need to think of getting back my refund from Etihads.

Terrible experience, flight is not up to standard. My friends recommend me to book a flight with Etihads and I'm already facing such experience. I will never recommend this AIRLINE to my friends and family.

Solutions: I had engage CASE officer to do the follow up for me due to my busy schedule but apparently they have very limited access to reach Etihads as Etihads did not response to my officer and ask my officer to get us to call them instead.

Recommendation: Place an legal claim, don't wait. If you wait somemore, the money will not come back.

Desired outcome: Provide a service recovery, if not refund us the money.

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Etihad Airways In-depth Review

Overall Rating: Etihad Airways is a top-notch airline that consistently delivers an exceptional travel experience.

Flight Experience: From takeoff to landing, Etihad Airways provides a smooth and comfortable flight experience.

Customer Service: Etihad Airways' customer service is outstanding, with friendly and attentive staff who go above and beyond to meet passengers' needs.

Booking Process: The booking process with Etihad Airways is seamless and user-friendly, making it easy to plan and book your flights.

In-Flight Entertainment: Etihad Airways offers a wide range of entertainment options, including movies, TV shows, music, and games, ensuring a pleasant journey for all passengers.

Seat Comfort: The seats on Etihad Airways are spacious and comfortable, providing ample legroom and adjustable features for a relaxing flight.

Food and Beverage: Etihad Airways serves delicious and diverse meals, catering to different dietary preferences and ensuring a satisfying dining experience in the sky.

Baggage Handling: Etihad Airways handles baggage with care and efficiency, ensuring that passengers' belongings arrive safely and on time.

On-Time Performance: Etihad Airways has a strong track record of punctuality, ensuring that flights depart and arrive on schedule.

Loyalty Program: Etihad Airways' loyalty program offers great benefits and rewards for frequent flyers, making it worthwhile to choose this airline for your travels.

Value for Money: With its exceptional service and amenities, Etihad Airways offers great value for money, ensuring a worthwhile investment in your travel experience.

Safety Measures: Etihad Airways prioritizes passenger safety, implementing rigorous safety measures and protocols to ensure a secure journey.

Destinations and Routes: Etihad Airways offers an extensive network of destinations and routes, connecting travelers to various parts of the world.

Sustainability Initiatives: Etihad Airways is committed to sustainability, implementing initiatives to reduce its environmental impact and promote responsible travel.

Accessibility for Passengers with Disabilities: Etihad Airways provides excellent accessibility services for passengers with disabilities, ensuring a comfortable and inclusive travel experience.

Business Class Experience: Etihad Airways' business class experience is luxurious and refined, with premium amenities and services that cater to the needs of business travelers.

Economy Class Experience: Even in economy class, Etihad Airways provides a comfortable and enjoyable travel experience, with amenities and services that exceed expectations.

First Class Experience: Etihad Airways' first class experience is unparalleled, offering the utmost in luxury, privacy, and personalized service.

Lounge Facilities: Etihad Airways' lounge facilities are elegant and well-appointed, providing a relaxing and comfortable environment for passengers to unwind before their flights.

Airport Services: Etihad Airways' airport services are efficient and convenient, ensuring a seamless travel experience from check-in to boarding.

Special Assistance Services: Etihad Airways offers excellent special assistance services, catering to the needs of passengers with special requirements and ensuring a smooth journey for all.

Frequent Flyer Benefits: Etihad Airways' frequent flyer program offers a range of benefits and rewards, including priority boarding, lounge access, and exclusive discounts.

Complaints and Issue Resolution: Etihad Airways takes customer feedback seriously and has a dedicated team to address and resolve any complaints or issues that may arise.

Partnerships and Alliances: Etihad Airways has established partnerships and alliances with other airlines, allowing passengers to enjoy seamless connections and expanded travel options.

Corporate Social Responsibility: Etihad Airways is committed to corporate social responsibility, actively engaging in initiatives that benefit local communities and promote sustainable development.

Online Experience: Etihad Airways' online experience is user-friendly and intuitive, allowing passengers to easily manage their bookings, check-in online, and access important travel information.

Mobile App Experience: Etihad Airways' mobile app provides a convenient and seamless travel experience, allowing passengers to access their bookings, receive real-time updates, and access exclusive offers.

Travel Insurance Options: Etihad Airways offers comprehensive travel insurance options, providing peace of mind and protection for unexpected events during your journey.

Additional Services and Amenities: Etihad Airways offers a range of additional services and amenities, including chauffeur services, airport transfers, and pre-ordering of duty-free items.

Future Plans and Innovations: Etihad Airways is constantly innovating and exploring new ways to enhance the travel experience, with exciting plans for the future that will further elevate the airline's offerings.

How to file a complaint about Etihad Airways?

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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Etihad Airways. Make it specific and clear, such as "Delayed Flight Compensation Not Received" or "Unresponsive Customer Service at Etihad Airways".

4. Detailing the experience: Provide a detailed account of your experience with Etihad Airways. Include key areas such as booking process, flight experience, customer service interactions, baggage handling, refunds, or any other specific incidents. Clearly describe the nature of the issue, including dates, flight numbers, and any relevant details of your transaction with the company. If you have taken steps to resolve the issue, mention these along with any responses received from Etihad Airways. Explain how the issue has personally affected you, such as missed connections, financial losses, or significant inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as boarding passes, receipts, correspondence with the airline, or photos. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Etihad Airways. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, compensation, an apology, or any other specific action from the company.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is realistically articulated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally lodge your complaint about Etihad Airways on ComplaintsBoard.com.

9. Post-Submission Actions: Following the submission of your complaint, check back regularly for any responses or updates. ComplaintsBoard.com may notify you of any replies from Etihad Airways or other users who may offer advice or share similar experiences.

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Contact Etihad Airways customer service

Phone numbers

+1 (800) 266-7883 +44 345 608 1225 More phone numbers

Website

www.etihad.com

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